Sr Mgr Technical Support Engineering
Company Overview
With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we're only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.
At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all.
Here, we know that you're more than your work. That's why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose - a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you're passionate about our purpose - people -then we can't wait to support whatever gives you purpose. We're united by purpose, inspired by you.
Join a talented, energetic, and innovative group, leading a group of technical support team managers and teams chartered to provide technical support services to the UKG customer base. Lead talented teams in providing a world-class customer experience in a fast-paced, high-volume environment. Manage dynamics of the daily operation by driving enhancements within the support center, aligning resources, projects, and training to ensure customer satisfaction whilst improving effectiveness and efficiency. This role will also be responsible for creating an environment which promotes and fosters the development and growth of managers and team members to a sustained high level of performance. This role is pivotal to achieving our goal of delivering great customer experiences which enables customers to maximize value from their UKG solutions.
Duties and Responsibilities:
• Lead and guide a team of highly engaged associates tasked with providing technical support to our UKG customers.
• Ability to take on additional leadership responsibilities including leading other team managers in the future.
• Develop strategies, operating plans and manage the execution within the support teams to provide consistently high-quality service which drives customer success
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• Provide guidance to your direct reports and teams on operational or technical challenges and interface effectively with other technical teams and with customers directly to provide total customer satisfaction
• Proficiently gather and analyze team metrics to understand the business, manage to key performance indicators, make necessary in-the-moment decisions, and predict future needs
• Identify and implement process improvements which increase team efficiency, effectiveness, and the customer experience
• Ensure that the your teams document, track, and manage all support requests, communications, and actions in the Salesforce CRM system
• Interact with Engineering and other technical teams & resources to facilitate complex issue resolution
• Ensure adherence to established support processes (e.g. case management, problem resolution, escalation) and best practices to ensure expedited resolution of issues and positive customer experiences
• Provide regular management updates and reports on team performance to the Support Leadership team and communicate expectations clearly and effectively to achieve results
• Work with leaders and managers to understand daily challenges, minimize barriers, and identify/obtain tools required for successful job performance
• Meet or exceed the established service level objectives for the support teams
• Act as a sr. escalation resource for customer and internal feedback pertaining to the team
• Participate in late & weekend shifts on a rotational basis
• Participation in on-call rotations is required to provide occasional after-hours support
Working hours will align to US Business hours (range between 8a-8p EST) and adjust by 1 hour to account for daylight savings time.
Basic Qualifications:
• 5+ years leading technical resources in a technical support environment and driving strong results
•Strong knowledge of technical product support and the underlying technologies
•Excellent customer service skills and demonstrated track record in communicating with customers, instilling confidence, and building strong customer & internal partner relationships
•Strong leadership, teamwork, influencing, mentoring, and coaching skills
•Experience with reporting & using data to make decisions
•Ability to multi-task and prioritize projects, time manage, and practice detail-oriented organizational skills
•Experience documenting and implementing processes and procedures
•Knowledge of support tools for issue tracking and knowledge management
Preferred Qualifications:
•HR, Payroll, Time and Labor and/or HCM domain experience
•Experience leading multiple technical teams and managers
•Experience managing successful remote support teams
•BA/BS degree in Management, Information Technology, Computer Science, or a related technical discipline such as Engineering
Where we're going
UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it's our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow!
UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.
Disability Accommodation in the Application and Interview Process
For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com
Perks and Benefits
Health and Wellness
- Health Insurance
- Health Reimbursement Account
- Dental Insurance
- Vision Insurance
- Life Insurance
- Short-Term Disability
- Long-Term Disability
- FSA
- FSA With Employer Contribution
- HSA
- HSA With Employer Contribution
- Fitness Subsidies
- On-Site Gym
- Virtual Fitness Classes
Parental Benefits
- Birth Parent or Maternity Leave
- Non-Birth Parent or Paternity Leave
- Adoption Assistance Program
- Family Support Resources
- Adoption Leave
Work Flexibility
- Flexible Work Hours
- Remote Work Opportunities
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Happy Hours
- Company Outings
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Unlimited Paid Time Off
- Paid Holidays
- Personal/Sick Days
- Volunteer Time Off
Financial and Retirement
- 401(K) With Company Matching
- Company Equity
- Performance Bonus
- Profit Sharing
Professional Development
- Tuition Reimbursement
- Mentor Program
- Shadowing Opportunities
- Access to Online Courses
- Internship Program
Diversity and Inclusion